Dialpad lets users and Shared Line admins block calls, messages, and faxes, choosing voicemail, spam, or complete communication blocking. Blocked numbers can be managed and unblocked through Contacts; personal blocks do not apply company-wide.
Receiving unwelcome calls and/or messages? With call blocking, you can take back control of who contacts your lines (including fax numbers!) and how you would like to be notified.
Block a number
Numbers can be blocked for both shared lines and individual users. Let's take a look at each.
Individual User
On your personal line in the Dialpad desktop or web app, you can choose how to handle an unwanted sender from a new-message conversation. You don’t need to save the sender as a contact first. These choices are available whether the conversation shows only a phone number or a caller ID name.
To choose how Dialpad handles future calls and messages from the sender:
- Open the conversation thread on your personal line
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In the conversation banner, select Block or mark as spam
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Select one of these options:
- Send directly to voicemail: Future calls go to voicemail. Future texts and voicemail messages stay in your inbox
- Mark as “Spam”: Future calls go to voicemail. Future texts and voicemail messages will be moved to the Spam folder of your inbox
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Block number: Callers hear a "not in service" message. Dialpad prevents future texts and voicemail messages from reaching you
Select Block to confirm your choice
Contacts can also be blocked directly from the Contact's profile. Select the contact, select Edit Contact, and select Block.
Your choice takes effect only after you select an option and confirm it.
Notes
Marking a sender as spam doesn’t block all communication.
Blocked numbers will still appear in search results.
To reverse your choice, use the Unblock action for a blocked number or Not Spam for a sender marked as spam.
Shared line — Admin
To block or update a Shared Line's number, you must have Admin permissions.
From the Dialpad app:
Navigate to the Shared Line's Inbox
Identify the number you'd like to block
Select the number/contact to open the conversation thread view
Select Block or Mark as spam from the header, OR select Block Contact from the contact profile
The pop-up window provides two options:
| Block and Send to Voicemail |
Callers will be sent directly to voicemail.
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| Block All Communications | Your number will appear out of service when the contact tries to call. |
Once selected, your preferences will take effect immediately, but only for that Shared Line.
Contacts can also be blocked directly from the Contact's profile. Select the contact, select Edit Contact and select Block.
Manage blocked contacts & numbers
Things change, accidents happen, and blocked numbers can easily be unblocked.
To unblock a number from the Dialpad app:
Navigate to your Contacts
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Select Blocked — here, you'll see a list of blocked contacts or numbers
Click on the contact name or phone number you'd like to unblock
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Select Unblock from the banner at the top of the conversation thread, OR select Unblock contact from the contact profile
That's it! The number will immediately be removed from your block list.
For more information about call blocking and spam prevention, read this Help Center article.
Frequently asked questions
If I block someone on my line, does it block it across the company?
No, it'll just block it for you. If you want it blocked across shared lines, reach out to your Admin to block that number.
Can shortcodes/emergency numbers/special numbers be blocked?
No.
Is there a way to review a list of all Office, Department, or Contact Center's blocked numbers?
Not at this time.
What happens if I delete a blocked contact and then re-interact with them?
The contact is recreated and is unblocked.
If there are multiple contacts with the same number, and I block that number, will Dialpad display all contacts as blocked?
No. If you block a contact and then there's another contact with that same number, we will not show that the second contact was blocked. However, calls from that number will still be blocked.
If I block a number, does it block faxes too?
Yes.
If I block a number, will it block SMS as well?
Yes.
Will I be charged if a blocked or spam number sends a message?
No charge applies if the number is blocked, because messages from blocked numbers don’t come through. However, if a number is marked as spam and routed to voicemail, the voicemail is delivered to your Dialpad inbox and uses credits, which results in a charge.